SkyByte Consulting offers Cisco IP phone support and system architecture for many of it's clients. Just last week I resolved an unusual call forwarding problem with one of the users. Several months ago we had configured a new call handler in a Cisco Unified IP phone system of a client. A call handler is a standard pre-recorded greeting with programmed prompts for the caller to choose from. The call handler was configured to forward to an extension when inputed by the caller with the option to speak to the operator and was operating correctly when the call handler was programmed.
In this case, when the caller dialed this specific extension, somehow the call was being forwarded to the user's personal cell phone. This was only occurring through the call handler, and not when dialed from any other internal extension which was strange. After gathering more information from the user, he stated he had setup his IP phone to forward to his cell phone during a business trip and it had been forwarding ever since even with the phone set to not forward. I confirmed this by checking the user's IP phone to make sure it was not set to forward. All of the system's IP phones have the ability to forward calls to voice mail, another extension, or phone number. This confirmed the system has the setting either cached or configured to forward the calls.
The next step I needed to do was check the settings in both Cisco telephony servers connected to the client's network infrastructure. This system consists of a CallManager server and Unity Voicemail server. CallManager contains settings for devices and phones, as well as the settings for call handlers. Unity controls mainly voicemail and other greeting settings. The resolution to set his phone to ring his desk phone was performed through the Unity Server.
Solution:
1. Log into the Cisco Unity configuration web page.
2. Search for the subscriber either by name or extension
3. Click on call transfer
4. Replace the phone number with the extension number and change the option to "Yes, ring subscriber's extension".
5. Verify it forwards the call correctly.
In this case, when the caller dialed this specific extension, somehow the call was being forwarded to the user's personal cell phone. This was only occurring through the call handler, and not when dialed from any other internal extension which was strange. After gathering more information from the user, he stated he had setup his IP phone to forward to his cell phone during a business trip and it had been forwarding ever since even with the phone set to not forward. I confirmed this by checking the user's IP phone to make sure it was not set to forward. All of the system's IP phones have the ability to forward calls to voice mail, another extension, or phone number. This confirmed the system has the setting either cached or configured to forward the calls.
The next step I needed to do was check the settings in both Cisco telephony servers connected to the client's network infrastructure. This system consists of a CallManager server and Unity Voicemail server. CallManager contains settings for devices and phones, as well as the settings for call handlers. Unity controls mainly voicemail and other greeting settings. The resolution to set his phone to ring his desk phone was performed through the Unity Server.
Solution:
1. Log into the Cisco Unity configuration web page.
2. Search for the subscriber either by name or extension
3. Click on call transfer
4. Replace the phone number with the extension number and change the option to "Yes, ring subscriber's extension".
5. Verify it forwards the call correctly.
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